Quality has become highly important, and many decisions regarding consumption are based on the degree of satisfaction obtained. For this reason it is essential also to be capable of meeting consumers’ expectations. A model is presented that attempts to explain how the various elements that are...

La calidad de servicio y la satisfacción son constructos que han recibido una gran atención en la literatura de marketing, siendo elementos centrales de muchas investigaciones. Sin embargo, las relaciones entre ambos todavía no están claras. Por ello, en el presente trabajo, se contrasta...

Summarizes data from 768 respondents from eight organizations collected using the service predisposition instrument (SPI) and describes the properties, content and some uses of the instrument. The SPI consists of question statements based upon a number of model‐specified variables according to...

Describes the six stages involved in developing a satisfaction survey for out‐patients attending a London teaching hospital, using existing expertise within the organization. These are: information gathering; item selection; the pilot; analysing the results; questionnaire amendment; and...

New AACSB accreditation standards focus on the school′s mission statement: its emphases on teaching, research, and service to industry; and, within “research”, on basic and applied research and instructional development. Deans ( n = 275) of accredited and on‐accredited business schools...

Purpose The purpose of this paper is to explore the satisfaction level of government employees toward the e-government information platform system in Taiwan to better understand the effectiveness of such systems. Furthermore, this paper aimed to investigate the moderating effects of management...

Purpose – The potential for including patients in implementation processes has received limited attention in the literature. The purpose of this paper is to explore the different roles adopted by 63 patients that emerged during and after four participatory quality improvement interventions,...

Purpose – In the ever-increasing competitive market of private hospital industry, creating a strong relationship with the customers that shapes patients’ loyalty has been considered a key factor in obtaining market share. The purpose of this paper is to test a model of customer loyalty among...

Purpose Student loyalty in higher education sector helps college administrators to establish appropriate programs that promote, establish, develop and maintain successful long-term relationships with both current and former students. The purpose of this study is to propose the use of mediation...

Purpose This study aims to apply statistical process control (SPC) techniques to improve the quality and efficiency of the processes in a restaurant. Design/methodology/approach SPC tools such as check sheet, cause-and-effect analysis, Pareto chart, control charts and SERVQUAL methodology is...